ComplaintsforAll Creatures Animal Hospital - Amelia

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently dropped my dog off for boarding at All Creatures Animal hospital. He stayed approximately one week. When I picked him up he had a different collar on him. I asked the management about it and was told they don't have his collar. I know I dropped it off because that is the only collar he had. After I paid the $300 plus bill I was told I was out of luck as far as the collar goes. They lost my collar they should provide me with a new one!!!! Got the runaround from boarding management staff, Sam. She is extremely unprofessional and not any help. They lost it so they should give me a new one!!!!! I will share my bad experience with everyone I come in contact with!!! I want my dogs collar back or I need a new one!!!!?!!!!!!!!

  Business response

  07/22/2022

  I am sorry about your experience.  I will be happy to replace the collar free of charge with one that we sell in our store.  I can get that mailed out asap.  

  Customer response

  07/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ****
  

  Customer response

  07/22/2022

  Please have the business call me so I can make sure that I am receiving a collar of comparable value. I would like to verify with the business that they are going to send me the correct product. 

  
  
  Regards,
  
  ***** ****
  

  Customer response

  07/22/2022

  Spoke with Dina at All Creatures Animal hospital. She said I could come down and get a free collar. The collar that they are offering me is not near the quality of the one that I had. It is not even the same type. I expect to receive something of the same value and quality!!! Still not happy!!!!

   

   

  
  
  Regards,
  
  ***** ****
  

  Business response

  07/26/2022

  I do apologize for the lost collar.  We tried to resolve it by offering one at no charge.  It does state in our boarding paperwork that ACAH is not responsible for any personal items left during the boarding stay.  This paperwork is signed and agreed to. I have attached it as well for your viewing. Again out of good faith we have offered a collar to you. 

  Thank you,

  All Creatures Animal Hospital

• Initial Complaint

  07/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We took our dog in for treatment and the dog needed some nails taken off that were injured. They gave us a quote that included a low side and a high side. We signed off on the work. We came back later that day and we had to pay more than the high side of the quote by 75$ at least. We paid it reluctantly but then we also asked how much the return visit would be and they told us 40$. We then just had our return visit today and they charged us $80. They said it was because they had to wrap his feet again. We didn’t even get a chance to say that we would wrap his feet to save $40 dollars. Also I want to mention that this infection in his nails started almost immediately after having him boarded there for 9 days. This also was a mess. We have used the boarding many times and we were always charged one fee to have 2 dogs in the same kennel. We picked up our dogs and did not know they had a change of pricing and policy as it’s not on any signs for pricing.

  Business response

  07/11/2022

  I would like to respond to your issue but I am unable to find an account under your name.  If the account is under a different name then I  will need that information so I am able to look into this more. 

   

  Thank you,

  All Creatures Animal Hospital Amelia

  Customer response

  07/11/2022

  Better Business Bureau:
  
  

   

  the account is under ****** *** or ***** *** for our dogs ***** and **** we have been customers for 10 to 15 years at least 
  
  Regards,
  
  ***** ***
  

  Business response

  07/15/2022

  I am sorry about the confusion.  The contact information that you have provided in your BBB Complaint does not match what is in our system.  I have been speaking with your wife by phone to help resolve the situation.  Please let me know what form of communication you would like, either responding to the emails on the BBB or by phone.  We have credited you account for the difference of the over payment of the estimate that was provided to you.  

  Regarding the boarding price, it looks like the last time you boarded with us was 12/21. Yes we have had a price increase since then, the same as any other business has increased their prices.  We do not notify of these price increases. I am not sure of what policy change you are referring to.  You were charged 1 regular boarding charge and a shared kennel charge just as you were for your last boarding stay (please see attached). 

  This should address all your concerns

  Thank you,

  All Creatures Animal Hospital

   

   

   

   

   

   

  Customer response

  07/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  We have still yet to see our credit on our card that was used. As far as boarding goes we have been customers for a long time and when you change a policy it would be a good idea to let customers know of a policy change when boarding and accepting reservations especially when your prices are not posted anywheee for customers to see. 
  
  Regards,
  
  ***** ***
  

  Business response

  07/22/2022

  I am showing that the credit has been refunded to your card.  This can take 7-10 days to post to your account.

  I apologize that there has been a price increase for our services.    

   

   

  Customer response

  07/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I will wait until I see the credit and will close this case. It’s not about a price increase. It’s about being transparent to your customers and not tell them one price as a worst case and then do the work and say oh wait it’s this much money more because we didn’t know this. Also our follow up visit is the same. We were told the visit would be 40 dollars. We get there and then you take my dog back to check him out and we go pay and it was 80 dollars. This is 4 days after braking and. Removing a couple nails. Your office being in the business and the professionals should know that you were going to have to reseal his feet again being only 4 days out but you chose to charge me double because of it after telling us the return trip charge. Not to mention your boarding. We had been long time customers and since you do not post prices anywhere you should be letting customers know that there had been a price increase since last visit. Again, I know prices go up and I’m not upset they went up. I’m upset because you got me in the door with one price and lured us in and charged a different price. You didn’t want to talk about it at the time. You said there was nothing you can do about it. It’s unfortunate that we have to hash it out through other sources. 
  
  Regards,
  
  ***** ***
  

  Business response

  08/08/2022

  You should have seen the credit to your card by now.  It has posted on our end.  If you have not received this credit you should check with your bank. 

  Customer response

  08/08/2022

  Better Business Bureau: I'm not sure why the business want's me to sign a HIPA form.  i will not release any medical data.  please consider this case closed.

   

  BBB, I have moved on from this business and will not be using them again. thank you for providing a platform for us to resolve issues when the company did not wish to resolve in person.  It's sad that company's like this will not resolve peacefully and lose business because of it.  

   

  thanks again,

  ***** ***

   

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ***
  

  Customer response

  08/10/2022

  Yea I have received the credit and can close the case 

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We boarded our dog **** at All Creatures Animal Hospital and boarding in a suite the end of July to Aug 4. for 7 days . When we picked **** up he had enlarged lymph nodes the size of golf balls on his neck, blood and pus in his ears (they are cropped so you can physically see in his ears), his penis was inflamed with pus and blood, and his testicles had a quarter size open sore on it. We paid for a suite and an extra 10.00 a day for extra care which included walks and outdoor run time which is doubtful considering his conditon. When we dropped him off we left 4 phone numbers for them as they had required in case of any medical care that might be needed. We never received any such calls. I took **** to my Vet for care that day and they ran test and he was put on medication. He was seen multiple times including emergency visit during the next 2 weeks when he passed away. I called numerous times to All Creatures to get answers on what happened and why we were never contacted or why they did not give **** medical care. I was told they never saw anything wrong with **** . I was given the run around for weeks into months . I spoke with the Director Dr F. several times and he said he would investigate . I requested that they at least be responsible for **** medical bills of roughly $1500.00 being that they neglected his care by not seeking medical attention while he was in their boarding facility. Long story short his investigation took weeks. His final decision was they were not responsible. His response was their only responsibility was to" feed and water " ****. How is that even possible when we are required to sign papers that in case of medical care who to contact?? They are a boarding facility and an animal hospital. They refunded me his boarding fee and the extra money I paid for the extra care 2 days after I picked **** up roughly on August 6th. All Creatures lack of care and response time to **** care which caused his death.

  Business response

  02/14/2022

  To Whom It May Concern,
  
  
  This reply is being written in response to a claim of negligence during ****' boarding stay.  Our boarding staff was well acquainted with **** and was very saddened to hear the news of his passing away after a medical issue developed during his boarding stay and worsened despite treatment by the clients preferred veterinary professional.  **** was not examined by a Veterinarian at All Creatures Animal Hospital as his condition was not discovered until the completion of his boarding stay.  As such I cannot comment on the severity of his condition at the time he left boarding, or the nature of his veterinary treatment, but it did ultimately lead to his untimely death.  This is certainly a very unfortunate circumstance, and I understand why the owner would like to place blame for his passing.  However, I do not agree that All Creatures boarding facility was to blame for his disease.  During my discussion with the veterinary professional that provided medical care to ****, it was found that he had developed a disease often referred to as "juvenile cellulitis".  This is a serious condition that often becomes life threatening and can be fatal despite treatment. This condition, however, was not caused by the boarding facility.  Although the client claims that staff was negligent in not noticing his symptoms, through speaking with the boarding staff they indicated that **** seemed to be doing well during his stay, was eating and drinking adequately, and did not display any sign of discomfort.  The owner described a swollen scrotum, which would have been recognized if it were seen, however most dogs like **** will generally stand face to face with staff and as such will not have a chance to visualize swelling in that area during a boarding stay.  As a good faith measure All Creatures did refund the boarding stay in full.  However, it would not be fair to refund for medical services incurred at another veterinary hospital for a condition that was not caused by our boarding facility.  In my view this is a false claim of negligence, as I have not found any true evidence of negligence from boarding staff or otherwise. 
  
  
  Sincerely,
  All Creatures Animal Hospital 

  Customer response

  02/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  *** ****

   

  When we boarded **** we were comfortable with All Creatures as they sell this service as having All Creatures Animal Hospital on site. We were 

  neither called on his condition or was he attended to by their vets. All Creatures claim they did not see the scrotum inflamation as they claim you

    couldn't see it because he was standing?? The pictures show that it was obvious, and I find it hard to imagine that he stood for 24/7 while in their

  care. You could see the inflammation and sore sitting or standing. The golf ball size lymph nodes on the sides of his face was as obvious as you can

    get so to ignore those also was neglect on their part. **** was suppose to get the extra care as I paid for and expected him to receive. In say this

  the staff would of seen all of these health issues. The extra care in walks and time in the runs it would be impossible to put a lead on him and NOT notice the

  golf ball size nodes. Your staff neglected him in his care. You can deny all you want to cover it up but we both know you failed **** and us. You did not

  take care of his needs while he was under your care and responsibility. We did receive a refund on boarding charges but not until I made numerous calls

  and argued relentlessly did All Creatures refund for boarding. We did not use All Creatures Vets for ****' care as they did not care for him those 7 days he was in

  their facility. Why would we trust them to handle his care when we picked him up with all these obvious issues that they "didn't see"? **** received the best care

  possible at my preferred Vet.

  **** *** *** *** ****

   

   

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